Sr. Supervisor Order Management

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com . As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit. Job Function: Customer Management Job Sub Function: Customer Service Operations Job Category: People Leader All Job Posting Locations: Bogotá, Distrito Capital, Colombia Job Description: We are searching for the best talent for Sr. Supervisor Order Management   “Reimagine the possibilities” at Johnson and Johnson Global Services employee with a focus on Customer Service.  We live this motto every day by creating game-changing business solutions for the world’s largest and most broadly-based healthcare company.    As a member of our Global Services – Commercial Services team, you will have access to a network that will help you build on your current skills and explore opportunities to grow your career. Together, we will reimagine business processes to become more effective, more efficient, and improve customer experience.    This role will be part of the Global Services – Strategic Solutions and Commercial Services Team . This organization provides best-in-class, cost-effective Customer Service interactions, and compliance—in a J&J way—to our Operating Companies around the world.   Purpose: The Sr. Supervisor role is responsible for providing holistic leadership and direct management for a team of up to 15 analysts within the GS Commercial Services Order Management team, to deliver exceptional frontline customer service. This includes managing day-to-day operations, time, and task prioritization, with a strong emphasis on safety, quality, compliance, budget, coaching and development. The Sr. Supervisor will oversee customer interactions, handle escalations, inquiries, and issue resolution in partnership with cross-functional team members while ensuring compliance with business policies and SOX requirements. The Sr. Supervisor has responsibility for and will monitor and drive KPI achievement against established service levels as well as identify and implement process improvements to enhance efficiency and cost savings.  You will be responsible for : Daily Operations  Provide leadership to a team of up to 15 Analysts in support of achieving SLAs in accordance with defined processes (SOP’s), quality controls, service quality guidelines and legal compliance activities. Ensure the compliance of transactions processed for accurate reporting in accordance with SOX, SOD controls as well as Corporate Audit guidelines.  Supervise/Manage Customer Services processes, working closely with cross-functional partners to achieve business results and ensure a positive customer experience. Support the achievement of company objectives through integration of plans, employee development, and   Create and utilize reports and data to monitor performance in relation to workload, schedule adherence, attendance, handle times and other performance related metrics to ensure achievement of individual and department goals.   Communicate business strategies and initiatives to drive partnership alignment and harmonization to improve customer experience, productivity/cost management, and reduce quality and compliance risks.  Respond to and resolves complex and escalated customer issues.  Drive